Orders
Where is my order shipped from?
All orders are packed and shipped from within Australia, so there are no surprise customs fees or long international waits.
How long does delivery take?
Orders are dispatched within 1–2 business days. Delivery typically takes 3–8 business days depending on your location. See our Shipping & Delivery page for details.
Can I track my order?
Yes. Every order includes tracking, emailed to you as soon as it ships.
Returns
What is your returns policy?
We offer 30-day change-of-mind returns on unused items in their original packaging, alongside your rights under Australian Consumer Law. See Returns & Refunds for the full policy.
What if my item arrives damaged or faulty?
Contact us with your order number and a photo and we'll make it right with a replacement or refund, fast.
Products
Are Shimoyama products genuine?
Yes. Shimoyama Australia is the official Australian store of the Shimoyama brand. Every product is sourced direct, and every order ships from our Australian warehouse.
How do I care for hinoki wood products?
Rinse with warm water, wipe dry, and stand upright to air-dry away from direct sunlight. Avoid soaking and dishwashers. Hinoki is naturally antibacterial and ages beautifully with simple care.
How do diatomite products work?
Diatomite (diatomaceous earth) is a porous natural mineral that absorbs water on contact and releases it as vapour, so mats and coasters dry in minutes. An occasional light sand keeps the surface absorbent.
Is your stainless steel food-safe?
Yes. Our kitchen ranges use food-grade 304 and 316 stainless steel, the same grades used in commercial kitchens.
Still have a question?
Send us a message and we'll reply within one business day.